1. www.bcn.es 0/10 Barcelona en xarxa

2. www.bcn.es Barcelona E-Goverment Case The use of Information and Communication Technologies in the promotion of local government and development International conference, crete - heraklion, Greece, 5th May 2006

3. www.bcn.es 2/10 Barcelona Scale (as in Dec. 2005)  1.6 Mill. people (Barcelona)  4 Mill. visitors  24 Mill. visits to the web  4 Mill. phone calls  80,000 e-mails  150 agents contact centre  2,4 Mill. contacts in person Telephone Office Web

4. www.bcn.es 3/10 A succesful model  Audience, Offerings and Quality – 1st city web in Europe. Within the top ten city webs in the world – An advanced contact center: information, transactions and e-mails – Well known and recognised by the citizens – Internationaly Awarded  Transactions – 100%, (76), of the transactions which generate 90% of transactions volume available on the Internet – 25% of them can be completed online (17) – 40% of real usage of transactions on the Internet – 19% of real usage of transactions on the telephone Transactions Demand

5. www.bcn.es 4/10 Barcelona 2007 E-Government Objectives  80% of the transactions volume can be completed online  SOA components (online payment, records management system,....) available  Public Information of the Municipality available online  50% user take up increase, especialy G2B and independent professionals  80% reduction of attentions in the office due to register copies

6. www.bcn.es 5/10 E-Government Program Framework G2B and Interoperability E-Government SOA components Strategy:Products and channel mix, awareness and take up Usability: simplified access; better user experience Telephone empowerment Reporting and Balanced Score Card New hardware and Software infrastructure E-Government Legal Framework New Transactions Portal New mobile channel

7. www.bcn.es 6/10 Awarded Best Practice: IRIS Project  Processes and systems to deal with citizens claims, complaints, suggestions and gratitudes  Unique Value Proposition: – Promoting Civil Attitudes to Improve City Operations  Deliver what we promise: – CRM solution that allows back-to-end integration  Citizen/costumer in the driver seat: – Multi-channel (+20 channels), tracking code  Inexpensive custom made based on standards: – Java, OS components, multilingual user interface  Operating costs transferred to the operators: – Subcontractors charged with the complaint  325,000 Contacts  1,600 themes  800 users  4 dedicated staff  7 Council Departments  10 District Authorities  35 Contractors

8. www.bcn.es 7/10 Awarded Best Practice: IRIS Results as Dec. 2005  Increase participation  Set protocols and SLAs  Solve problem in less than 48 hours  Communicate the solution to the costumer  Redesign operations and act on hot spots  Raise recognition and profile 40% 60% 97% Action Plan at Ciutat Vella 2 Green Lights

9. www.bcn.es 8/10 E-Government Program Framework: Information basements Clients Territory Objects Businesses CONNECTIVITY SERVICES CONNECTIVITY SERVICES  Information availability and accuracy is a central issue  A unique owner of central information is a must

10. www.bcn.es 9/10 Awarded Best Practice: The Citizens Folder  Personal Information and trànsactions: register, taxes, vehicles, properties and fines  Secure access using user / pw or spanish digital certificates  Printing of valid regiter documents and tax payment recipes online

11. www.bcn.es 10/10 Barcelona en xarxa